Assistant Director of Front Office

Job Overview

We are seeking a seasoned hospitality professional for an Assistant Director of Front Office for Cliff House. This leadership role supports the Director of Front Office by overseeing daily operations ensuring guest satisfaction and managing front office functions including guest registration checkin/checkout PBX services concierge and bell services. In addition the Assistant Director of the Front Office assists and is a key role with newhire ongoing training and recruitment. At Cliff House we transform moments into memories through engaging sincere and personalized service. As the Assistant Director of Front Office you will lead train and recognize your team while fostering a culture of hospitality professionalism and guestcentric service.

Essential Functions:

Leadership & Operations

Assist in all front office operations ensuring seamless guest experiences and adherence to service standards.

Lead mentor and train front office team members fostering a culture of teamwork excellence and accountability.

Monitor special reservations oversee VIP and group arrivals administer amenity orders and resumes for incoming guests.

Guest Service & Experience

Consistently provide professional friendly and engaging service while anticipating guest needs and resolving concerns with discretion and sound judgment and ensure satisfaction.

Maintains complete knowledge at all times of:

All hotel features services and hours of operation.

All room types numbers layout decor appointments and locations.

All room rates special packages and promotions.

Daily house counts and expected arrivals and departures.

Resolves guest concerns and implements resolutions by using discretion and judgment.

Monitors staff interaction with guests ensuring prompt and courteous service; resolves discrepancies with respective personnel.

Team Management & Training

Manage the performance productivity and development of all front office leaders and associates.

Conduct and fulfill training role with onboarding ongoing training and support for desk agents PBX and supervisors.

Ensure proper staffing and scheduling within productivity and financial guidelines.

Work with Leaders and employees to carry out procedures ensuring an efficient Arrival and Departure process with Cliff House standards

Communication & Administration

Communicate key operational updates via preshift logs emails and departmental meetings.

Oversee daily business levels anticipate critical situations and assist in planning solutions.

Act as a liaison between front office and other resort departments ensuring smooth communication and collaboration.

Work closely with housekeeping reservations and food & beverage teams to enhance guest experiences.

Assist in developing SOPs and training materials to improve service consistency and operational effectiveness.

Follow all safety policies and ensure compliance with Cliff House reporting requirements for guest/employee incidents.

Follow department policies procedures and service standards.

Qualification:

Passion for luxury hospitality and guest service excellence.

Strong leadership communication and problemsolving skills.

Highly organized resultsoriented and adaptable under pressure including the ability to handle a multitude of tasks and Guest requests

Excellent written and verbal communication interpersonal and leadership skills

Strong guest service orientation and training skills background required

Ability to work independently and prioritize responsibilities

Degree in Hospitality Management preferred.

Experience with Opera Alice Zingle SpaSoft OpenTable Toast is a plus.

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.